Overview
If your withdrawal request has been stuck on Processing for a long time, or if it shows as completed but the destination wallet hasn't received the funds, this guide will help you understand why and what to do.
Withdrawal Status Explained
| Pending Review | Your request has been submitted and is being reviewed by the system. No action needed. |
| Processing | Review passed — preparing to submit to the blockchain. |
| Sent | Transaction has been submitted to the blockchain, awaiting network confirmation. |
| Completed | Blockchain confirmed — funds have left your account. |
| Rejected | Request did not pass review. Check your email for details. |
| Cancelled | You cancelled the request before it was processed. |
Why Is My Withdrawal Stuck on Processing?
1. Additional Identity Verification Required
Some withdrawals trigger an additional identity check. Check your registered email for any verification requests from us. You'll also see a prompt in your Withdrawal History — click it to upload the required documents. Note: If not submitted within 72 hours, the request will be automatically rejected.
2. Withdrawal Limit Exceeded
If the withdrawal amount exceeds your current KYC tier's limit, it cannot be processed. Check your daily and monthly withdrawal limits under Account Settings > Identity Verification.
3. Security Freeze Period
The following actions trigger a 24-hour withdrawal restriction: changing your password, resetting 2FA, adding a new withdrawal address, or logging in from a new device. This is a standard security measure — withdrawals will resume automatically once the freeze period ends.
4. Blockchain Network Congestion
When network traffic is high (e.g., BTC, ETH), confirmation times can slow significantly. Check current network status and wait for the required number of confirmations — funds typically credit automatically.
Status Shows 'Completed' But Wallet Hasn't Received Funds
• Find the withdrawal in your Withdrawal History and copy the TxHash.
• Paste the TxHash into a blockchain explorer to verify the destination address and confirmation count.
• If the address is correct, contact the destination wallet or exchange's support and provide the TxHash for assistance.
• If the address was entered incorrectly, please note that blockchain transactions are irreversible — we are unable to recover funds sent to a wrong address.
| Information Needed When Contacting Support |
| • Your account UID or registered email |
| • The asset and network (e.g., USDT on TRC-20) |
| • The withdrawal amount |
| • The time of the withdrawal request (date and approximate time) |
| • The destination wallet address |
| • TxHash (if status is Sent or Completed) |
| • The current status shown on the Withdrawal History page |
| • A screenshot of the withdrawal details page |
| ⚠ Note: Internal transfers between accounts on the platform do not generate a TxHash and do not go through the blockchain. |
